Customer Satisfaction Measurement Methods


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Afsheen Chitnis

Posted 04-Dec-2004 01:02 AM
I am doing a research on Customer (passenger) expectation and satisfaction in the airline industry , What measurment tools can I use ? ( for example SERVEQUAL ) what is your suggestion?


Afsheen Chitnis

Graham Hill

Posted 09-Dec-2004 06:57 AM

I was part of a small team in the Global Aviation Practice at PricewaterhouseCoopers that developed a customer satisfaction survey for the airline industry. The survey was based on looking at all the touchpoints in the customer’s flight experience but from the customer’s perspective. This is in sharp contrast to most airline satisfaction surveys which ask questions that represent the airline’s perspective of satisfaction rather than their customers’.

The survey was developed in collaboration with Prof. Bob Westbrook at Rice University who is an expert in the area.

If you ask me some more specific questions about what you want to find out, I will try and answer them as quickly as possible.

Graham Hill
Independent Management Consultant

Afsheen Chitnis

Posted 13-Dec-2004 07:49 AM
Dear Graham

I want do a research on the customer expectation and perception in the airline industry. as you said I want to do this research from the customers point of view not the business.This research is for my Msc university thesis in marketing.The conclusion I want to get is the impact of CRM on customer satisfaction. so if you can help me in the fields below it would be a great help.

1- Customer satisfaction measurment method
2- survey and questions
3- prefered Data Analysis method
4- field data (primary data) collection method

Thank You

Afsheen Chitnis


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